First reply after the loss
I'm so sorry this happened, {{name}}. Your safety comes first. When you're ready, I'll help you start the claim. Call me or text me what you need.
Insurance claims check in texts: 13 templates for a hard moment
A client has just had a loss, and the next few weeks are stressful. They want to know the claim is moving and that someone is on their side. These thirteen texts cover the first call back, the checklist of what to gather, regular updates, a delay, a decision, and the check in after it closes. You never promise that a claim will be approved, because that is the carrier's decision, and you do not share more than a client needs. Send them to clients who agreed to texts. Copy any message, or add all thirteen to your keyboard and send them from iMessage, WhatsApp, SMS or any other app in one tap. textcuts works in any app where you type.
Works in WhatsApp, iMessage, Instagram, Messenger and every other app.
Words in {{double braces}} are blanks. In the textcuts keyboard you fill them with one tap, and the names you used recently come back.
First contact
Starting the claim
I've opened the claim with the carrier, {{name}}. Your claim number is {{order}}. An adjuster should contact you within a few days, and I'll watch for it.
What to collect
To help the claim along, {{name}}, please take photos of the damage, keep receipts and avoid throwing anything away yet. I'll tell you if anything else is needed.
Temporary steps
If it's safe, {{name}}, take reasonable steps to stop more damage, like covering a broken window. Keep the receipts. I'll check what your policy allows.
During the claim
Weekly update
Quick update on your claim: the adjuster has your photos and is reviewing them. I'll text you when there is news, {{name}}, or call if I need anything.
Adjuster visit
The adjuster will visit on {{day}}, {{name}}. It helps to have your photos and receipts ready. Text me if you want me on the call.
Delay explanation
The carrier needs more time, {{name}}, and I know that is frustrating. I'm asking for a firm date and I'll tell you what I hear as soon as I hear it.
Missing document
The carrier asked for one more document, {{name}}: a repair estimate. You can send it here or by email. Let me know if you need help getting it.
Explaining the decision
The carrier has made a decision on your claim, {{name}}. I'd like to explain it in a short call. Are you free at {{time}}?
After the claim
Payment sent
Your claim payment was issued today, {{name}}. It should reach you in a few days. Please tell me when it arrives.
If they disagree
If you're unhappy with the outcome, {{name}}, you have options, like asking the carrier to review it or contacting your state insurance department. I can explain the steps.
Check in after closing
How are things now, {{name}}? I hope the repairs are going well. If anything about the claim still bothers you, tell me and I'll follow up.
Policy afterward
Now that the claim is closed, {{name}}, would you like to look at your cover together? We can see if anything should change.
When to send each message
| When | Message | Note |
|---|---|---|
| Same day as the loss | First reply after the loss | Care first. |
| Same day as filing | Starting the claim | With the claim number. |
| Right after filing | What to collect | What to collect. |
| Weekly | Weekly update | Even if little changed. |
| When delayed | Delay explanation | The same day you learn. |
| When decided | Explaining the decision | Offer a call. |
| 2 weeks after closing | Check in after closing | A caring check in. |
Do not say
Texting a number that never agreed to hear from you (a bought list, a number copied from a form for something else, a stranger).
Instead: Text only people who gave you their number and agreed to texts. Honor stop right away.
Promising a claim will be approved or paid.
Instead: Say the carrier makes the decision and you will help with the process.
Guessing the amount a claim will pay.
Instead: Say you will share it when the carrier confirms it.
Blaming the carrier or the client in a text.
Instead: Stick to facts and next steps.
Going quiet for weeks.
Instead: Send a short weekly update even when nothing changed.
Telling a client what happens next as if it is certain.
Instead: Say what usually happens and who decides.
Sending photos or personal documents over text.
Instead: Use a secure link or email for sensitive files.
Works in WhatsApp, iMessage, Instagram, Messenger and every other app.
Frequently asked questions
How often should I update a client on a claim?
About once a week, plus the same day anything important changes. Short and honest beats long and late.
Can I text a client who never agreed to be texted?
No. Send these only to people who gave you their number and agreed to hear from you by text. The FCC's guide and 47 CFR 64.1200 explain the consent rules. Start a first message with a line such as "Tell me if you'd rather not get texts," and stop the moment someone says stop. Keep texting for people you already work with, one message at a time, typed by you.
Do these templates work on the free plan?
Yes. Ten of the thirteen use a single blank, which fills in on the free plan. "Starting the claim", "Adjuster visit", "Explaining the decision" use two blanks and need Pro to fill both from the keyboard.
Can I send these in WhatsApp, iMessage and SMS?
Yes. textcuts is a keyboard, so the templates work in every app where you type, including iMessage, WhatsApp, SMS and Messenger.